American Management

When you are working for an outsourced call center in the Philippines, it’s hard to deal if you are a foreign manager, because they where not brought up here and doesn’t know the culture. The life in the Philippines is close to the US and other countries, but its still not the same life style, slang and culture. Because Philippines were colonized by the Spaniards for around 300yrs & the Americans came here at the time of World War 2, that’s why our language is mixed with Spanish, English & Tagalog.

Talking to some Client’s can relate to you and understand on how they want your agents to communicate over the phone is very important, or the way that you want your reports done by just sending an email to make things easy without having to explain over the phone.

Clients have team leaders and managers that check their accounts, but most of the time they want to talk directly to the main Chief “Beau”,  because they know I’m American & that I would quickly understand what info. or issue they want me to pass to the agents.

When you are in the Outsourcing Business, you want to make sure that you are working with someone that is going to give you everything that you need at the end of the day, but most would like to be able to talk to someone that understands your need. A man who is trained to his peak capacity will gain confidence.  Confidence is contagious and so is lack of confidence and a customer will recognize it both.